AccountId: 011433970860
ContactId: c25d05bf-cc6c-4efb-b74d-f288ea496d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290390 ms
Total Talk Time (AGENT): 86722 ms
Total Talk Time (CUSTOMER): 64449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c25d05bf-cc6c-4efb-b74d-f288ea496d53_20250502T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling AP. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To check claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] With the extension [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I have the name of the facility you're calling from, from my notation?
[CUSTOMER][NEUTRAL] Yeah, calling on behalf of uh Richmond Dermatology. You said your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. My name is [PII]. That's S [PII]. That's initial [PII].
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number would be 02331433.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, yeah, my last name [PII] and first name [PII]
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] with bill amount $108.
[AGENT][NEUTRAL] No, it's [PII] for 108.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. For future, you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] And bear with me.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] Let me pull the ERB one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we received the claim [PII] and process [PII], and the claim was denied as office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you fax it to us?
[AGENT][NEUTRAL] Uh, sure. What's the fax number?
[CUSTOMER][NEUTRAL] I'll fax him what would be.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, the fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To your attention?
[CUSTOMER][NEUTRAL] To the uh patient account number.
[AGENT][NEUTRAL] OK. All right. And do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.